Service Delivery Manager

Overview

In this role you drive successful service delivery and client relationships for Version 1, collaborating with customers, the service delivery team, and technical consultants to achieve high-quality outcomes. You balance service reporting, reviews, and customer management with financial oversight and risk mitigation. You lead continual service improvement and ensure compliance with ISO20000. Your work supports revenue opportunities within existing accounts and contributes to overall customer satisfaction and business success. This role offers meaningful impact in a fast-evolving tech environment and cross-functional collaboration.

Pay / Benefits

• Quarterly profit share
• Strong career progression & mentorship
• Flexible/remote working
• Pension and private healthcare
• Life assurance and financial advice
• Employee wellbeing programs

Responsibilities

• Produce customer and internal service reporting
• Conduct regular service reviews with customers
• Handle escalations, issues, and requirements
• Oversee invoicing and financial aspects of accounts
• Monthly forecasting of project costs and revenue
• Ensure ISO20000 compliance and best practices
• Identify and implement continual service improvement initiatives
• Manage business risk and ensure continuity
• Achieve customer satisfaction targets and drive improvements
• Explore and drive opportunities for additional work within existing customers

Key requirements

• 8+ years in Service Delivery Management
• Fluency in English
• Strong verbal and written communication
• Proven customer service and relationship management
• Strong analytical abilities
• Track record of driving revenue opportunities
• Process-oriented with experience in a process-driven environment
• Experience in monthly forecasting of financials
• Self-starter with initiative to drive assignments and escalate when needed
• Team player with customer-centric ethos
• ITIL v4 certified with skills in Service Design, Operations and Transition

• strong communication
• customer-centric mindset
• team collaboration
• ITIL v4
• Service Design
• Operations

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